Lenovo

Description and Requirements

The North America Customer Fulfillment Manager is responsible for monitoring the PCSD order backlog to ensure "Order to Delivery" and "Customer Experience" KPI targets are achieved.  They have a critical communication &  collaboration role with NA Sales Leaders as well as with many Internal GSC cross functional teams from order entry, manufacturing, global logistics, returns, finance and distribution centers.  They supervise a team of order fulfillment specialists, including hiring, training, coaching and performance management.  They drive continuous improvement in business processes and automation thru strategic and digital transformation teams. They embrace and exhibit D.S.B.P (Direct/Simple/Bold/Professional) principles as the leading behaviors for their team.

The position requires the ability to: 

• Lead and develop a high-performing team, providing guidance and mentorship to enhance their skills and capabilities.
• Build and maintain strong relationships with key stakeholders, senior leadership, sales leaders and cross functional leaders.
• Collaborate with Sales, Order Entry, Manufacturing, Logistics and Returns teams to resolve order discrepancies, shipping delays, and customer issues.
• Manage fulfilment of customer orders e2e, from order creation to Proof of Delivery (POD)
• Analyze order data and performance metrics to identify trends, bottlenecks, and opportunities for process improvements
• Participate in Digital Transformation Initiatives that automate manual tasks and improve tools, processes and serviceability to customers.
• Ensure compliance with regulatory requirements and company policies related to order fulfillment, shipping, and inventory control.
• Prepare reports on order fulfillment performance;  backlog health, shipment history and shipping metrics for Sales cadences.
• Communicate timely supply updates to Sales to enable quick decisions on change orders and/or pivot to supply in channel and/or DC's.
• Participate in projects that align with "One Lenovo" strategy

Skills / Experience

• Bachelor’s Degree in business, supply chain or related field required
• Excellent analytical and problem-solving skills
• Excellent interpersonal skills and negotiation skills
• Strong verbal and written communication skills
• Ability to collaborate and communication  with cross functional teams and Managers
• Ability to lead in a fast-paced environment involving ambiguity and high rates of change
• Ability to operationalize strategic initiatives into  new processes, procedures  and metrics
• Data driven problem solver
• Process Management, Project Management and Change Management 
• Business Controls and Financial Acumen